0345 4506120

VeriSM Foundation

VeriSM™ is a service management approach that helps service providers to create a flexible operating model to meet desired business outcomes.

It describes how an organisation can define its service management principles and then use organisational capabilities, emerging technologies and a combination of management practices to deliver value. The Foundation Certificate is a direct introduction to VeriSM™ and service management for the digital age.

Taget Audience

All professionals and organisations involved in delivering value to customers through the delivery, development, operation and / or promotion of services. VeriSM™ is designed to build modern and fundamental  service management skills and knowledge to enable individuals to fully and effectively participate in a service organisation and to deliver value to the consumer. 

 

Reset

Course Content

Topics

The Service Organization

  • Organisational context
    • Define key elements of an organization
    • Define how to optimise organisational interactions
  • Organisational governance
    • Define the elements of organizational governance (evaluate, direct, monitor)
    • Explain how governance “flows” through an organization
  • Digital transformation
    • Define the impact of new technology on organizations
    • Describe the impact of digital transformation on service management

Service Culture

  • People and Organisational Structure    
    • Define a service culture
    • Explain the elements of a service culture
  • Organisation structure    
    • Define the differences between a leader and a manager
    • Explain the competencies of the service management professional
    • List the elements of a well-functioning team
  • Service management challenges    
    • Explain methods to overcome team challenges (silos, virtual teams)
    • Explain the challenges of managing consumers
    • Describe the elements of communication         Explain organisational change principles

The VeriSM™ Model

  • Define the elements of the VeriSM™ model
  • Explain how VeriSM™ re-defines service management
  • Explain how VeriSM™ uses the management mesh to create and     stabilize services
  • Explain the elements within each of the four stages of the VeriSM™ model
    • Define
    • Produce
    • Provide
    • Respond
  • Adapting the VeriSM™ model    
    • Define the process of selecting and integrating management practices.
    • Explain the characteristics of successful operating models

Progressive Practices

  • Indicate the success factors for adopting progressive management     practices
  • Clarify the key concepts and when to apply Agile, DevOps, SIAM™, Lean as a management practice

Innovative Technologies

  • Impact of Technology    
    • Summarize the implications of technology on service management
    • Explain the benefits of cloud, virtualization, and automation
    • Explain the impact of big data, internet of things, mobile computing,bring your own device on service management
    • Describe serverless computing, artificial intelligence, Robotic Process Automation (RPA), Machine Learning, and containerization

Getting Started with VeriSM™

  • Identify how to get started
  • Describe how to move from reactive to proactive operations

Exams & Certification

Exam

  • 60 minutes (1 hour) 'closed book'
  • 40 multiple choice questions
  • Pass mark is 65% (26/40)

Privacy Notice

In order to provide you with the service requested we will need to retain and use your contact information in accordance with our Privacy Notice. If you choose to provide us with this information you explicitly consent to us using the information as necessary to provide the request service to you. If you do not agree please do not proceed to request the service from us.

Marketing Permissions

Would you like to receive our newsletter and other information on products and services which we think will be of interest to you by email. We will always treat your information with care and in accordance with our Privacy Notice. You are free to withdraw this permission at any time.

 

Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Our Customers Include